Unified Attendant Consoles System Test Configuration

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Contents

Introduction

This page provides a reference configuration for Cisco Unified Attendant Consoles within the Cisco Unified Communications deployment. The configuration information is based primarily on testing performed on test beds having Cisco Unified Attendant Consoles configured during Cisco Unified Communications system releases.

The intended audience should be able to perform system-level configuration of Cisco Unified Communications components and deployments and be familiar with the Cisco Unified Communications family of products.

Design

Cisco Unified Enterprise/Business/Department Attendant Console provides Attendant Console functionality for Unified Communications Manager. This application is specially designed for handling calls and messages. This application enables you to answer calls from predefined set of queues and transfer them to desired extensions. It enables you to perform comprehensive tasks like Call Conference, Call Transfer, Call Parking and Call Retrievals.

Cisco Unified Enterprise/Business/Department Attendant Console includes a Server and Client machines. The server acts as the central point of the system and conducts all communications with the CUCM and the clients (Operators).There is no direct communication between the clients (operators) and the CUCM or the phones being used.

The Cisco Unified Attendant Consoles comprises of the following three operator attendant consoles.

Cisco Unified Department Attendant Console: For large enterprises with support for up to two operator clients and up to 150 Cisco Unified IP Phone users per attendant console system

Cisco Unified Business Attendant Console: For midmarket businesses with support for up to six operator clients and up to 500 Cisco Unified IP Phone users per attendant console system.

Topologies

Component Deployment

During Cisco Unified Communications Release system testing, Cisco Unified Enterprise Attendant Console server is deployed in Site A.The server is installed on Microsoft Windows 2008 Server and the three clients (Operators) are installed on Microsoft Windows Vista. Unified IP Phone 6900, 8900 and 9900 series were used as operators. The Unified Client Services Framework clients such as Unified Personal Communicator were also used as Operators.

Figure 1: Cisco Unified Enterprise Attendant Console server is deployed in Site A

Cisco Unified Business Attendant Console server is deployed in MidMarket site Site B. One Unified Business Attendant Console client (operator) was deployed in central and another in a remote site. Unified IP Phone 6900, 8900 and 9900 series were used as operators. The Client Services Framework clients such as Unified Personal Communicator were also used as Operators.

Figure 2: Unified Business Attendant Console server is deployed in MidMarket site Site B.

The system-wide testing of IP telephony for Cisco Unified Communications System focused on the following Unified Attendant Console component features:

Auto dial extensions

Operator holding and retrieving calls

Call Transfer feature - consult & blind transfer

Call Park & retrieval

Auto Answer

Recall Timer

Night Service

Emergency

Operator Overflow

Conferences

Directory Integration

Adding/Deleting/Editing speed dial

Playing ring tones when a queued call is waiting to be answered or when a call is timed out

Secondary sorting feature

Directory synchronization and LDAP integration

For more information on Unified Attendant Console tested functionality, see IP Telephony Test Results. Use Unified Attendant Server (Project Features Tested label) as a keyword to search for related test cases.

Call Flow Diagram

Example call flow for Unified Attendant Consoles.

Configuration

This section provides the high-level tasks and related information for configuring Unified Attendant Consoles. Default and recommended values specified in the product documentation were used during system testing to configure Unified Attendant Consoles, except as noted.

The following table provide this information:

Configuration Tasks: List of high-level configuration tasks.

System Test Specifics: System test variations from procedures and settings documented in the product documentation.

More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

Unified Communications Manager Configuration for Cisco Unified Attendant Applications:1. Set up Unified Attendant Console as an end user.2. Create a User Group with the correct roles associated.3. Associate the user with the User Group.